Sherrie Burgess, BSN, RN

Ms. Burgess is the epitome of a professional, empathetic, and respectful nurse. Her unwavering integrity, commitment, advocacy, and excellence in providing care for our nation's heroes are unmatched. She truly goes above and beyond to ensure quality care is provided to all of her external and internal customers.

Although Nurse Burgess provides telephonic care to Veterans, her smile and caring nature can still be heard through the phone. She has embraced every growth and improvement opportunity presented to her. When listening to her calls with irate Veterans, it is evident that her calm, soothing voice consistently de-escalates difficult situations, allowing her to effectively address each Veteran's needs.

Nurse Burgess has received numerous accolades from Veterans, as well as a "You Owned the Moment" Certificate from the Richmond VA. Throughout these recognitions, the common themes are her professionalism, kindness, understanding, helpfulness, and outstanding customer service.

One of the most notable accolades came from a Veteran who shared that his interaction with Ms. Burgess truly saved his life. Another Veteran specifically requested to speak with her leadership simply to express his profound appreciation for the kindness and exceptional customer service she provided. When management contacted him, he described Nurse Burgess as "awesome," shared that he was blown away by her kindness, and stated that she had provided the best service he had ever received.

Nurse Burgess exemplifies the very essence of the ICARE values in every interaction, regardless of the situation.

One of her most impactful calls involved a young female Veteran who had received a sensitive positive laboratory result. The Veteran was extremely upset, crying, and unsure what the diagnosis meant for her future. Nurse Burgess not only connected the Veteran with her PACT team for further guidance and education, but also gave her the time and space she needed to begin processing such devastating news. My hat truly goes off to Nurse Burgess for allowing herself to be exactly what that Veteran needed in that moment.

In summary, Nurse Burgess has been a pillar of support and compassionate care for the Veterans who call the VISN 6 Clinical Contact Center. Her kindness and patience have meant more to Veterans than words can express. She consistently demonstrates excellence in every aspect of her role.

I cannot think of a more deserving VISN 6 Clinical Contact Center Triage Nurse to receive the first DAISY Award.

Examples of kudos, comments, and recognition received by Nurse Burgess:

•  "Very professional."
• "The triage nurse was very professional and understanding toward my health care. I was able to be seen by my provider the same day."
• "Being new in the area and having to change all of my medical contacts, I thought that I would run into some problems or delays in obtaining continuing medical help. I was pleasantly surprised when one of my contacts gave me concise and helpful information, and I am now going to have my first appointment with my doctor within two weeks. I am very happy with the follow-up, and every person I spoke with was extremely helpful in answering all of my questions."
•  "The nurse was very professional and caring. She was quite helpful!"
•  "Great service."
• "The interaction was professional, and I truly feel it saved my life. This nurse explained every step and advised me correctly. If I had not been seen when I did, I might have died. Thank you, Sherrie Burgess."